We use cookies to give users the best content and online experience. By clicking “Accept All Cookies”, you agree to allow us to use all cookies. Visit our Privacy Policy to learn more.

Manage Cookies
Resources for Businesses My BBB
Share
Business Profile

Hotels

Kimpton Hotel Monaco Philadelphia

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Hotels.

Complaints

Customer Complaints Summary

  • 2 total complaints in the last 3 years.
  • 1 complaint closed in the last 12 months.

If you've experienced an issue

Submit a Complaint

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

Sort by

Complaint status

Complaint type

  • Initial Complaint

    Date:12/03/2024

    Type:Product Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    I reserved three rooms for a seven night stay on behalf of my family. I even put my father in-law as a co-guest on the reservation since I knew he would eventually be treating everyone. One week later, my father in-law called the reservations line and asked to have everything transferred to his credit card. They claimed to have done so.Instead of transferring the reservations, they made a new one under my father in-laws name, never telling us it was a new reservation, leaving the original reservation under my name.After their stay, for which was paid in its entirely, they charged my credit card a $2300 "no show fee." When I called the hotel they literally laughed at me and said it was my fault. Even though one called/emailed me at any point during my supposed stayto ask why I hadn't showed. I only found out after I looked at my credit card bill. The reservation line (which does multiple locations, not just the Monaco) said it was up to the front desk's discretion to issue a refund and the front desk played dumbed and said no one there has the authority to approve it.After literal hours on hold with the Kimpton reservation line, they denied my case. Every time they tried to send me to the hotels line to discuss the issue, the hotel hung up on me, refusing to take accountability.

  • Initial Complaint

    Date:10/19/2023

    Type:Customer Service Issues
    Status:
    Unanswered
    Resolved:
    The complainant verified the issue was resolved to their satisfaction.
    Unresolved:
    The business responded to the dispute but failed to make a good faith effort to resolve it.
    Answered:
    The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
    Unanswered:
    The business failed to respond to the dispute.
    Unpursuable:
    BBB is unable to locate the business.
    Hello, I would like to file a complaint against ******, manager of Guest Services at the Kimpton Monaco Hotel in Philadelphia. I reserved a room 9 months in advance (March, 2023) for a hotel room for two nights on 12/16-12/18/23 for a wedding that I was planning to attend. I live in Oregon, so I booked this room very early to make sure I had the right accommodation (this hotel had a block of rooms for the wedding). Unknowingly, but I do admit that, I bought a "non refundable" room rate for $555.36, with taxes the total was $599.58. Now it is October and I am not able to go to the wedding for a number of reasons. I wanted to cancel my room, but was told that I would be charged for the entire stay even though I know I am unable to physically even be in Philadelphia at that time. I understand I booked a non-refundable room, however I feel this policy is very unfair and the hotel should work with me on it. I am willing to pay a fee for the room being "booked" for the last several months. However, 2 months is plenty of time for the hotel to have a guest fill the room and it is unreasonable that I should be charged the full amount for both nights, resulting in a $600 loss to me. I simply cannot afford to fly across the country just to not miss out on losing the money from the hotel. ****** at the Kimpton refused to not charge my card when she was reached out to twice, claiming that the room has been charged and they cannot issue a refund. However, I have not actually been charged, there is no charge on any credit card, but according to the Kimpton, they will charge me the full price on 12/16/23 for the 2 days that I will not be at the hotel. I am not asking for a refund, I am asking that someone look in to this policy at the Kimpton, and especially Guest Relations Manager ******. I find it highly unlikely that 2 months is not enough of a heads up to refill the room, especially as it is listed for guests to the wedding I can no longer attend. 

Kimpton Hotel Monaco Philadelphia is NOT a BBB Accredited Business.

To become accredited, a business must agree to BBB Standards for Trust and pass BBB's vetting process.

Why choose a BBB Accredited Business?

BBB Business Profiles may not be reproduced for sales or promotional purposes.

BBB Business Profiles are provided solely to assist you in exercising your own best judgment. BBB asks third parties who publish complaints, reviews and/or responses on this website to affirm that the information provided is accurate. However, BBB does not verify the accuracy of information provided by third parties, and does not guarantee the accuracy of any information in Business Profiles.

When considering complaint information, please take into account the company's size and volume of transactions, and understand that the nature of complaints and a firm's responses to them are often more important than the number of complaints.

BBB Business Profiles generally cover a three-year reporting period, except for customer reviews. Customer reviews posted prior to July 5, 2024, will no longer be published when they reach three years from their submission date. Customer reviews posted on/after July 5, 2024, will be published indefinitely unless otherwise voluntarily retracted by the user who submitted the content, or BBB no longer believes the review is authentic. BBB Business Profiles are subject to change at any time. If you choose to do business with this company, please let them know that you checked their record with BBB.

As a matter of policy, BBB does not endorse any product, service or business. Businesses are under no obligation to seek BBB accreditation, and some businesses are not accredited because they have not sought BBB accreditation. BBB charges a fee for BBB Accreditation. This fee supports BBB's efforts to fulfill its mission of advancing marketplace trust.